Workplace Team Leader
| Posting date: | 12 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 12 May 2024 |
| Location: | SE1 9HS |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 51724 |
Summary
Working as part of a 5* Mitie team, you will be the face of the workspace by delivering a first-class service throughout the facility. Ensuring all customer requests and site activities are carried out efficiently and effectively whilst providing an exceptional customer experience for all whom reside or visit the WPP, Rose Court premises by consistently delivering operational activity of the highest standard.
Service excellence:
-Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
-Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
-Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
-Responsible for acting and behaving in line with One Code
-Responsible for attending / participating in monthly team meetings, briefings & internal communications
-Informed knowledge of all company engagement and communications initiatives
Client relationships:
-Accountable for positive client perception
-Informed knowledge of key stakeholders on the account
-Informed knowledge of the client values and objectives
-Informed knowledge of contribution towards client retention
Finance & Commercial Awareness:
-Responsible for completing monthly timesheet or equivalent and following expenses procedures
-Responsible for caring for any company property provided
-Informed knowledge of the impact of behaviour on the finances of the contract
-Informed knowledge of company USP
People & productivity:
-Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
-Responsible for owning own development, and ensuring all learning is put into practise
-Responsible for personal performance including delivery of agreed personal objectives
-Informed knowledge of HR procedures and expectations outlined in employee handbook
Business development:
-Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
-Informed knowledge of Link scheme including how to identify business development opportunities
-Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
-Accountable for reporting any near misses, dangerous occurrences or incidents immediately
-Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
-Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
-Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
-Informed knowledge of contract innovations and overall contract and business strategy
Informed knowledge of upcoming projects and relevant changes to their role
-Work closely with the Workplace Manager to lead the Workplace Concierge Team and Reception Team, to deliver an exemplary service
-Step in to cover for Workplace Manager as needed
-Distribute daily tasks to the Concierge Team, decide priorities for the day and supervise accordingly
-Ensure smooth and efficient running of the floor operations
-Ensure smooth and efficient running of reception desk
-Supervise Workplace Event Co-Ordinator and oversee event management as needed
-Liaise with service providers to ensure delivery of a quality service, on time, to specification
-Ensure all customer requests are dealt with efficiently and effectively by understanding issues and helping resolve them with the Help Desk
-Communicate all pending issues to the Op Co Floor Managers to update on jobs daily, and keep them fully aware of progress
-Conduct walkabouts with Op Co Floor Managers as needed
-Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
-Work to and periodically review and update a standard set of operating procedures
-Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
-Carry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
-Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed and support with event set up, moving furniture as required and clear down
-Complete regular daily periodic checks on allocated floors of all kitchen areas & tea points, washrooms, stationery hubs to ensure tidiness, cleanliness and that they meet health & safety requirements; completing daily check lists
-Complete regular daily periodic checks on allocated floors of all meeting rooms, office floors, event spaces to ensure tidiness, cleanliness and that they meet health & safety requirements; completing daily check lists
-Using initiative and being responsible for taking immediate action when necessary to manage daily standards; particularly those that encroach on H&S stipulations i.e cleaning spills / blocked doorway
-Communicating with Cleaners to manage areas needing special attention by working ‘On Demand'
-Moving, lifting and repositioning furniture as required
-Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
-Liaising with FM, oversee all contractor activity to minimise impact on site operation and customers
-Raise accident and incident reports and track through to closure
-Actively seek and review customer feedback, track remedial actions through to closure
-Support with all internal and external audits
-Work flexibly to support out of hour requests and extended hours to self cover operations
-Review procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution
-Carrying out new starter inductions
-Assisting in various support jobs on the Op's Co floors, such as locker resets
Work with the Workplace Manager to define KPI's and review SOP's as needed
Service excellence:
-Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
-Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
-Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
-Responsible for acting and behaving in line with One Code
-Responsible for attending / participating in monthly team meetings, briefings & internal communications
-Informed knowledge of all company engagement and communications initiatives
Client relationships:
-Accountable for positive client perception
-Informed knowledge of key stakeholders on the account
-Informed knowledge of the client values and objectives
-Informed knowledge of contribution towards client retention
Finance & Commercial Awareness:
-Responsible for completing monthly timesheet or equivalent and following expenses procedures
-Responsible for caring for any company property provided
-Informed knowledge of the impact of behaviour on the finances of the contract
-Informed knowledge of company USP
People & productivity:
-Responsible for following time off work, grievance, whistle blowing & disciplinary procedures
-Responsible for owning own development, and ensuring all learning is put into practise
-Responsible for personal performance including delivery of agreed personal objectives
-Informed knowledge of HR procedures and expectations outlined in employee handbook
Business development:
-Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;
-Informed knowledge of Link scheme including how to identify business development opportunities
-Informed knowledge of all Signature service offerings and other outsourced service lines on site
QHSE and wellbeing:
-Accountable for reporting any near misses, dangerous occurrences or incidents immediately
-Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder
-Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy
-Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook
Strategy: innovation, change & project management:
-Informed knowledge of contract innovations and overall contract and business strategy
Informed knowledge of upcoming projects and relevant changes to their role
-Work closely with the Workplace Manager to lead the Workplace Concierge Team and Reception Team, to deliver an exemplary service
-Step in to cover for Workplace Manager as needed
-Distribute daily tasks to the Concierge Team, decide priorities for the day and supervise accordingly
-Ensure smooth and efficient running of the floor operations
-Ensure smooth and efficient running of reception desk
-Supervise Workplace Event Co-Ordinator and oversee event management as needed
-Liaise with service providers to ensure delivery of a quality service, on time, to specification
-Ensure all customer requests are dealt with efficiently and effectively by understanding issues and helping resolve them with the Help Desk
-Communicate all pending issues to the Op Co Floor Managers to update on jobs daily, and keep them fully aware of progress
-Conduct walkabouts with Op Co Floor Managers as needed
-Acquire a good knowledge of all on site services to be able to advise individual customers in line with their needs
-Work to and periodically review and update a standard set of operating procedures
-Support Emergency Evacuation procedures and personal emergency evacuation plans (PEEPS) for less abled guests
-Carry out the building HS&E and Operational standard daily inspection at the beginning of each day, raising and ensuring completion of all actions
-Ensure all meeting, conferencing and event spaces within our control are set to a defined standard with daily checks completed and support with event set up, moving furniture as required and clear down
-Complete regular daily periodic checks on allocated floors of all kitchen areas & tea points, washrooms, stationery hubs to ensure tidiness, cleanliness and that they meet health & safety requirements; completing daily check lists
-Complete regular daily periodic checks on allocated floors of all meeting rooms, office floors, event spaces to ensure tidiness, cleanliness and that they meet health & safety requirements; completing daily check lists
-Using initiative and being responsible for taking immediate action when necessary to manage daily standards; particularly those that encroach on H&S stipulations i.e cleaning spills / blocked doorway
-Communicating with Cleaners to manage areas needing special attention by working ‘On Demand'
-Moving, lifting and repositioning furniture as required
-Attend weekly service line meetings to ensure a one team ethos is created throughout the team, use these forums to share information that may impact other service lines
-Liaising with FM, oversee all contractor activity to minimise impact on site operation and customers
-Raise accident and incident reports and track through to closure
-Actively seek and review customer feedback, track remedial actions through to closure
-Support with all internal and external audits
-Work flexibly to support out of hour requests and extended hours to self cover operations
-Review procedures and processes, make reccomendations/suggestions/initiatives to support contract evolution
-Carrying out new starter inductions
-Assisting in various support jobs on the Op's Co floors, such as locker resets
Work with the Workplace Manager to define KPI's and review SOP's as needed